Waldo App

Waldo App. Proof of Life

Service

Concept, Product Design, Prototyping, User Validation

Client

Sociale Verzekeringsbank

Year

2018

Description

Customers of the SVB abroad, in particular in countries with which the SVB does not have an exchange, must submit a life certificate every year. Despite the electronic exchange, at the moment of the 334,000 customers abroad, at least 200,000 customers still have to send in a life certificate. Even when the exchange is at a more advanced stage, 70,000 - 100,000 customers will still be excluded from the exchange. This is still a paper procedure. Customers have approached the SVB with the question "Couldn't this be easier?".

Steps

Customers of the SVB abroad, in particular in countries with which the SVB does not have an exchange, must submit a life certificate every year. Despite the electronic exchange, at the moment of the 334,000 customers abroad, at least 200,000 customers still have to send in a life certificate. Even when the exchange is at a more advanced stage, 70,000 - 100,000 customers will still be excluded from the exchange. This is still a paper procedure. Customers have approached the SVB with the question "Couldn't this be easier?".

Sensitive to errors

Things can go wrong in any of these steps. The postal service in Suriname, for example, is often unreliable. The usually elderly customer has to travel far to the competent authority on a regular basis. There is a wide variety of "stamps", how reliable is this process? Because there is no feedback, it happens that customers discover that the Life Certificate has not been received by the SVB or has not been approved because the benefit is stopped. The process of figuring this out and rectifying it is time consuming and costly.

Customer Value

This digital form of the life certificate makes the process easier for the customer because he or she no longer has to travel and have forms signed with the appropriate authorities. The question has actually come from customers: "Can't this be easier?". Our customers are used to the service provided by commercial parties, where the digital service is of a much higher level.